PlushBeds — Attraction in Camarillo

Quick summary: Poor quality overpriced mattress, worthless warranty, and terrible customer service!

We purchased 4 Botanical Bliss mattresses (1 Cal king, 1 queen, and 2 full) from PlushBeds in early 2020. After a little over 2.5 years, the Cal king mattress ($3300) started causing us a lot of back pain, to the point that sleeping more than 5 or 6 hours on the mattress had become painful, and I'd rarely be able to get a good night's sleep beyond 6 hours, always waking up from back pain, something I had never experienced before on a bed. Additionally, it took several months for the latex rubber smell to wear off, even through 3 layers of covers and sheets.

In the meantime, I’ve slept at several hotels without experiencing any back pain. I’ve also slept on our guest bedroom PlushBeds Botanical Bliss mattress (queen) which we don’t use much, and that didn’t cause any back pain either. So it’s clear that the one we’ve used nightly for the past couple years is faulty and the root cause for our morning back pain.

According to the PlushBeds warranty requirements, a mattress indentation of 1.5" or more would be a valid case for a warranty replacement. Sure enough our mattress had an indentation exceeding this limit, so I filed a warranty claim towards the end of 2022. To file a claim, one must take the mattress apart and take several photos of the mattress and all of its latex layers. This was a very painful and time consuming process, since a Cal king mattress is a heavy mattress composed of 6 latex layers. So taking it apart and putting it back together is a strenuous activity, which puts a lot of pressure on the back. Every time I had to do that, it aggravated my back pain even more than sleeping on the mattress.

After the first time that I took it apart, I decided to flip the latex layers and see if that would help, rather than pursuing the warranty claim. Surprisingly, it did help reduce our back pain and subtly reduced the perceived indentation of the mattress. Unfortunately, that only helped for a few months, and our back pain started again, along with a more noticeable mattress indentation. I rotated the mattress and swapped layers once more, which didn't help much, so I took the mattress layers apart again to take all of the required photos and submitted them for the claim a few months ago.

Since then, the customer service people have asked me to take the mattress apart a few more times to provide additional photos beyond the initial requirements. Even though the photos clearly show the 1.5+” of mattress indentation, they denied the warranty claim saying that the individual latex layers aren’t showing enough indentation. I got very upset, because they made me take the mattress apart unnecessarily, causing me a lot of back pain multiple times, only to come back and deny what the photos were showing very clearly. The last response was from a supervisor who also asked me to take the mattress apart yet again to show a few more measurements. I have no doubt doing so will do nothing but aggravate my back, with PlushBeds coming back with more excuses to deny the warranty claim.

The supervisor did offer to replace 1 of the 6 latex layers, so they clearly recognize the issue. But they’re unwilling to honor their own warranty. And I’m not interested in a temporary solution that I’ll have to deal with again in...

Let me say that PlushBeds makes a very high-quality mattress. The materials used are of the best quality and the craftmanship is great. Exactly as advertised, which is not always the case when shopping for a mattress. Every mattress manufacturer should offer the zipper attached top cover.

After a lot of research on mattresses, I chose the split-king 10” Botanical Bliss with the medium-firm build for my wife and medium for myself. She is a 130 pound side sleeper and I’m a 220 pound back and side sleeper. I know, but she insisted on medium-firm. After 3 weeks, she wanted to switch sides. I actually thought the medium-firm was really comfortable, but after about 2 weeks, I asked Diana at Plush Beds to send me a new 3” comfort layer like the medium build. It was slightly firmer than the original my wife had taken from me, but noticeably more giving than the medium-firm build. Each firmness designation has a range and are not always going to be exactly the same. I actually weighed the 3” comfort layers and the heavier they are, the firmer they are. The 3 weighed 22, 26, and 30 pounds.

We both thought the Botanical Bliss felt great to lie on in each of the firmness levels, but after time preferred the medium build. You sink slightly into the medium-firm with it still cradling all the high spots. A soft feel but supportive and firm. The medium build is the same, just a little deeper sink into the mattress.

Now the hard to understand part. As great as each mattress felt to lie on, we started having backaches after getting out of bed. This was not the case before with our old well worn number bed. I know other people that do great with a latex mattress. At first, I thought it was a temporary thing, either just getting used to the mattress or a strain from some daily activity. But after 2 ½ months, I’m not sure, but I think latex is just not right for us. We had both spent time on the different firmness levels, so I ruled that out.

I sent an email to Diana at Plush Beds and told her the problem and reminded her of us already trying the range of comfort layers. She offered an extension on the trial and an even firmer or softer comfort layer than we had tried, but I didn’t want firmer and I didn’t think softer would help. She set up a pickup of the mattresses and they were here about 3 days later and loaded them up. The very next day I received a full refund.

I had not thought much about service after the sale of a mattress until now. Diana at PlushBeds is probably the best company representative I’ve ever had help me with anything I’ve ever bought. And with a 100 night trial, PlushBeds is going to be...

Horrible customer service. I was looking at a latex sofa mattress and saw an offer for "50% off" in the lower left corner of the mattress' product page. I clicked it and took the time to answer the multiple questions they had and provided my email and phone number at the end to receive the code. When the code was revealed and I tried to use the code, an error came up "This discount has reached its usage limit." So I went to the chat option to get a new code. The representative on chat was no help and could not issue a new code, but multiple times sent me to a link for discounts for military, first responders, teachers, etc... I am none of those, the that page is irrelevant. After about 15 minutes of waiting for the chat representative to respond, I was given the number to the sales team to call and see if they could help. Which is where I met the least helpful customer service rep to date. He said that code was only relevant on "mattresses". When I asked "Isn't this a mattress?" and "Why is this code available to click on the page if it isn't available?". His answer... "It isn't available on that mattress. Sorry." And then he hung up on me. Be wary of this business and the fact that they falsely advertise on their website.

UPDATE: Called to speak with Asia to receive discount. Same gentleman (he said he was the "Manager") I spoke with before said "Asia does not have the authorization to provide a discount, and I will not authorize it." It's incredible with today's importance on a positive customer experience and treating your customers with respect that this gentleman has a job.

TO THE CEO of PLUSH BEDS: You need to really revisit the way your internal team functions. This has been a horrible experience and I will NEVER recommend your products to anyone. And I strongly suggest any customers looking for a quality healthy mattress go to a more reputable brand like Naturepedic or Avocado.

UPDATE #2: I received a call from Asia (Executive Asst to the CEO). She was so helpful and a completely different experience from the "manager". Someone who truly knows the importance of a positive experience.

Needless to say, Asia did what she said and honored her offer to give the discount/promotion shown on the website. Review would have been 5*'s had I only dealt with Asia and not called into the sales team.

I purchased the sofa mattress and Asia spoke with her warehouse to make sure it will be shipped out promptly. Thank you Asia! You've...